Your team’s performance hit rock bottom. You’re not meeting quotas, the negative feedback that you’ve been getting from your customers are off the roof, and your team as a whole is starting to breakdown because everyone is overwhelmed. You then say to yourself, “working on a toxic account is really frustrating…” I don’t blame you. […]
The Advantages of Call Backs in Delivering Excellent Customer Service
There are a plethora of problems that you can encounter when receiving calls from your customers. However, as a customer service provider, one of the worst things that you can do is to place your customers on hold for such a long period of time, that they’ll end up hanging up. The good news is, […]
Improve Working Conditions by Following the 3 C’s of Work/Life Balance
Because there are tons of things that you need to finish at work, you end up sacrificing your weekend or your day offs just to get things done. As a results, you end up missing out on events like your son’s championship league, movie night with friends or a moment of reprieve from all the stress. […]
Applying Team Dynamics in the Workplace
The call center industry has blown out to such a massive scale. The manpower alone in this sector started with a headcount of 1500 during the year 2000 and drastically increased to 60,000 in the year of 2005, according to Alava’s study. Given these figures, the industry must strive to maintain cohesiveness and unity within the […]
How Excessive Performance Monitoring Can Suck the Life Out of Your Agents
The quality of performance monitoring done to contact centre agents isn’t something that should be compromised, let alone neglected. Without the proper monitoring in place, the quality of the support provided by contact centres are bound to decline. That being said, not only should performance monitoring be given emphasis, it should be considered as a […]
5 Mindsets That Can Take Your Customer Service Team to the Next Level
When pressure starts kicking in, the ability to remain calm and composed start crumbling down and we’d rather resign ourselves into believing that the situation couldn’t get any worse. Sometimes, you will be dealing with irate and overly-demanding customers and instead of having control over the situation—the situation controls us. In times like this, we […]
5 Ways a Customer Service Company Can Make Your Business More Professional
If you run a business that does not have a lot of employees, working with a customer service company can help you deliver better service without having to hire additional full-time workers. The right company delivers excellent service on behalf of your company, making you look more professional in five important ways. Immediate Assistance When […]
5 Mistakes The Will Guarantee an Unsuccessful Sales Call
You live in a world where customers are not afraid to take their business somewhere else if they receive sub-par service. For this reason, it is just as important for a call centre manager to be aware of what mistakes their agents can make as well as what they can do right. By being aware […]
Qualities that Customers Expect from Call Centre Outsourcing Agents
Customer support is very important to businesses who want to reach out to customers easily at any time. Live chat support, manned phone hotline numbers and even social media services are very convenient channels that customers can use to contact their favorite brand with less effort. Customer service through phone calls and social media can […]
Red Flags to Look For When Hiring a Call Centre
Looking for red flags before hiring a call centre isn’t just a good idea, it’s common sense. Considering how doing business with a low performing call centre can cost you thousands if not millions of dollars, you’ll be doing yourself and your business associates a favor by doing extensive screening before hiring a call centre. […]
